TECH BUYER Mar 2020 - IDC Perspective - Doc # US44623820

Augmented Service Execution Aids a Shrinking Talent Pool

By: Aly PinderProgram Director, Service Innovation & Connected Products

Abstract

This IDC Perspective explores the impact of the aging workforce on field service and how augmentation of field work can ensure that service quality remains high as the talent pool for technicians shrinks.

"The convergence of an aging field service workforce with a dearth of available skilled workers in the market is reaching a critical point," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Customers demand timely resolution of issues and high-quality service experiences on every interaction; therefore, manufacturers must ensure even the least experienced technician on the team can tap into shared knowledge and best practices on day 1."


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